Client Success Specialist

Job Summary:

As a Client Success Specialist, you are responsible for delivering responsive, detail-oriented support to Midco’s commercial clients. You serve as a key partner to Client Success Managers by managing day-to-day client needs that enhance the overall relationship with our clients. Your role is essential in enhancing client satisfaction, supporting service continuity, and contributing to retention and growth efforts through proactive communication and collaboration.

Responsibilities:

• Facilitate client-impacting functions initiated by Midco ensuring seamless client experiences and minimizing disruptions.
• Implement action plans to mitigate recurring issues that are driving call volume.
• Serve as an escalation point for resolving non-technical client issues, including billing disputes, payment challenges, and contractual questions.
• Provide client training to maximize product utilization and satisfaction.
• Research and respond to client inquiries related to account details, billing structures, relationship hierarchies, contracts, and service level agreements.
• Proactively engage with clients regarding repayment status to streamline billing processes and remove obstacles.
• Serve as the primary resource within the billing call queue.
• Thoroughly document all client interactions to ensure continuity and accuracy across teams, especially for field technicians and support staff.
• Partner with Client Success Managers to ensure service level and reporting commitments are met.
• Collaborate with internal departments and external vendors to support initiatives that enhance client satisfaction and reduce churn.
• Offer targeted consultation and support to team members based on leadership directives and client needs.
• Manage client interactions across multiple channels, including email, chat, and social media, ensuring timely and professional communication.
• Promote a team-oriented culture by sharing best practices and contributing to continuous improvement efforts..
• Maintain regular attendance as required by your position. Model Midco’s mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same.
• Ensure customer privacy by adhering to Midco’s privacy guidelines while actively following Midco policies and procedures.
• Maintain reliable and predictable attendance as required by the position.
• Perform other duties as assigned.

Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.

Required Qualifications:

• High school diploma or GED is required.
• 3 years of experience in a customer-focused or client service role, demonstrating the ability to communicate effectively, manage competing priorities, and resolve issues with professionalism and accuracy.
• Proficient in general computer operations, with strong working knowledge of Microsoft 365 (Outlook, Excel, Teams, Word) and commonly used business communication tools..

Preferred Qualifications:

• Associate degree in Business, Communications, or a related field.
• Technical experience in all product lines, which include voice, video, and data technologies; including: voice trunks such as PRI and SIP; IP services over Fiber, Coax, HFC, DOCSIS, Internet, BGP, and MPLS; and complex data networking and design.

Work Environment:

• Inbound and outbound call center environment, wearing a headset.
• Extremely time sensitive to meet customer demand.
• May be required to work in excess of 40 hours per week.
• The noise level in the work environment is moderate.
• May be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.

Physical Demands:

• May occasionally be required to reach with hands and arms, stoop, kneel, or crouch.
• Heavy keyboard/mouse usage required with repetitive movements.
• Must remain at your workstation for long periods of time.

Mental Demands:

• Strong communication skills with the ability to convey information clearly through written, verbal, and active listening channels.
• Advanced organizational skills to manage multiple tasks, prioritize effectively, and meet deadlines.
• Ability to understand, follow, and execute both routine and complex verbal and written instructions.
• Proficient in analyzing problems and collaborating with others to identify and implement effective solutions.
• Capable of clearly articulating instructions, expectations, and next steps.
• Demonstrates emotional resilience and the ability to remain focused and objective during challenging situations.
• Skilled in conflict resolution and de-escalation techniques.
• Maintains composure and availability during periods of high workload or continuous interaction.
• Adapts quickly to changing priorities, environments, and demands while managing stress effectively.